Manager - Operations Business Solutions

You are responsible for leading business solution delivery for Operations, translating business needs into effective system solutions that support stable BAU operations and enable claims transformation initiatives. You will act as a key liaison between business users, IT teams, and vendors, owning requirements quality, solution delivery, and operational outcomes across BAU support and projects.

. Lead and manage end‑to‑end business solution delivery for claims operations, covering requirement definition, solution design, testing, deployment, and post‑implementation support.

. Work closely with business stakeholders to elicit, analyse, and structure business requirements, ensuring clarity, completeness, and alignment with operational objectives.

. Review and approve Business Requirements, Use Cases (UC), and Functional Specifications (FSD) prepared by IT or vendors to ensure accuracy, feasibility, and traceability to business needs.

. Act as a primary point of contact between business, IT, and vendors, managing expectations, dependencies, and delivery timelines.

. Own UAT strategy and execution, including test planning, coordination, defect triage, and sign‑off readiness to ensure solutions meet business expectations.

. Ensure smooth transition of enhancements into BAU, including operational readiness, user training, and documentation.

. Oversee BAU system issues and incidents, working with technical teams to drive timely resolution, minimise business disruption, and prevent recurrence.

. Contribute to claims transformation initiatives and continuous improvement efforts, identifying opportunities to streamline processes through system enhancements or automation leverage on the latest technologies.

. Ensure all solutions and changes comply with internal governance, risk, and audit standards.

. Perform any other duties assigned in support of Operations Business Solutionobjectives.

We are looking for people who

. Degree and preferably possess professional certification in Insurance (i.e. M9, M5 and HI)

. Strong understanding of operation processes and transactional workflows prior experience supporting operations is highly preferred.

. Demonstrated experience in business analysis, system enhancement delivery, or operations business solution roles, preferably within insurance or financial services.

. Proven ability to manage multiple initiatives concurrently, balancing BAU support and project demands.

. Strong analytical skills with attention to detail, able to translate complex business needs into structured requirements.

. Good written and verbal communication skills, with the confidence to engage stakeholders at different seniority levels.

. Self‑driven, accountable, and able to work with minimal supervision in a fast‑paced operational environment.

. Positive mindset with continuous improvement orientation.